Imagine yourself in to the brick and mortar shop, browsing; a little browse and then you all set to walk out the store to check another store or company that can satiate your needs and fulfill your requirements. Before you have moved out, the sales associate approaches you and offers the perfect help you are looking for. Your concerns are answered and you make the purchase feeling happy and content. This is all about proactive live chat and how it performs on your website.
Reactive live chat is available on an e Commerce website and is generally what you see when you come across a business who has put little thought and efforts into the strategy of its live chat. There is ‘click to live chat’ icon at the website and you can easily interact with the companies representatives.
Reactive live chat is much quicker than email and even a lot more efficient and convenient too, than a phone. Here there is also a possibility for technical queries as the transcripts generated can be emailed to the user. It results in a reduction in the cost of customer service as it s able to interact with 3-5 visitors at the same time.
The initial draw back with reactive live chat is that it does not take full advantage of the potential of live chat in terms of lead generation and sales conversion.
These flaws are perfectly covered with proactive live chat.
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